Genesys URS report_targets : Why is it useful but should not use it?

In some cases, we want to understand the routing decision by URS, especially if an interaction is queued for multiple targets like agent groups. In this post, you will learn about ‘report_targets’ option, how it works and recommended way to use it in production environment.

From version 7.x onwards, Genesys URS expose routing decision using key value pairs. If enabled, URS will attach following informatio for each interaction

Routing Rule, Target Group (Agent Group or Place Group), Skill Expression while waiting and after the call is routed to

Agent

Place

Tenant

Strategy

How to enable routing decision information?

To enable routing decision information, set report_targets value to true.

Note: Due to high resource usage, it is not recommended to enable this functionality in production environment.